ININ.IceLib.People.ResponseManagement

Response Management is the general term for features that allow a user to send predefined responses, such as textual messages, URLs, or files to other persons participating in a Chat interaction. Messages, URLs, or files can be sent from your custom applications.

The ININ.IceLib.People.ResponseManagement namespace contains classes for retrieving Customer Interaction Center Response Documents and for editing user-specific Response Documents. These documents typically answer frequently asked questions. Agents can use the standard answers defined in Response Documents when he or she is participating in a chat session.

Response Management works as follows:

1. A web visitor requests an interactive Chat session.

2. An agent is alerted by Interaction Desktop (or a custom IceLib application). The agent picks up the interaction request. Interaction Desktop pops a dialog on the agent's workstation that allows the agent to begin an interactive typing session with the customer. The Responses tab of the agent's Chat dialog can contain the names of preset standard text messages, URLs which the agent can push the visitor's browser, and text file names. The agent can drag any combination of these responses into the Response field. When a URL is sent, the remote chat participant's web browser opens to that address.

   Agents can add personal responses, such as a personal greeting or a frequently sent file or URL, to the Response Management library. These personal responses are listed on the Responses tab under the [User Name].xml directory, and are not available to other Interaction Desktop users.